Creating case or Lead from Microsoft Social Engagement

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Posted on by Muhammad Awais Fayyaz

hi Folks,

I am working on Microsoft Social Engagement and trying to Create Case or Lead from Social Listening Post. Case is Created but Lead is not getting created.please help me out i am totally stuck into it from last 4 days.

8103.MSE-error.PNG

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nfernandezba 210 on at

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Hi Muhammad,

How are the automatic creation rules configured on Dynamics 365?

To achieve what you are trying to do you have to create one rule and two different elements, one for the case and one for the lead.

To diffirentiate both, you have to add as a conditions that the field "activityadditionalparams" contains "userPreferredTargetEntity":"incident" for cases and "userPreferredTargetEntity":"lead" for leads.

I hope this resolves your problem. If it does, please mark the suggested answer as verified so any other D365 community member could know that. :)

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Muhammad Awais Fayyaz 75 on at

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Hi nfernandez ,

thanks for your reply . i have created rule but still not creating record in CRM . Please find attached screen shot.

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nfernandezba 210 on at

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Muhammad, can I ask you a screenshot of both "specify record creation and update details"?

Did you add the condition with the consideration of the "activityadditionalparams" field?

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Muhammad Awais Fayyaz 75 on at

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Hi nfernandezba ,

please find Attached file.

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nfernandezba 210 on at

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Mohammad,

This is a screenshot of how you should configure the details:

I wrote in red the label in english of the options that I selected. For the "Lead" details, youhave to replace "incident" for "lead".

Let me know if it works for you and if so, please mark as verified this suggested answers

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Muhammad Awais Fayyaz 75 on at

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hi Nicolás,

I tried but still facing an issue . please find attached Screenshot.

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nfernandezba 210 on at

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Muhammad,

On the condition, in CRM, you are writting preffered with two F instead of one. Try it with one F and send a new social media activitie to CRM.

Regards,

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Muhammad Awais Fayyaz 75 on at

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Thanks Nicolas it's get Created. but i have to refresh 4 to 5 times than it get created. why is this happening ?

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nfernandezba 210 on at

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What is that you have to refresh? MSE?

All the process in CRM is async, so it might take a moment to end the processing. 5 minutes sounds like a lot.

If any of the answeres I gave you were part of the solution, please mark thos as a verified suggested answer. :)

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Muhammad Awais Fayyaz 75 on at

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Yes in MSE when i link to CRM then it throws an error that "A record hasn't been created from this social activity. Make sure you have a record creation rule set up in Dynamics 365 and try again. If the problem persists, contact your system administrator."

But when i refresh it 5 or 6 times than it gets Created as a case or Lead etc.

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